User roles for Conversations

Hanna_J — Mon, 23 Jan 2023 14:27:56 GMT

There are three user roles that are relevant when using Conversations.

Agent

Agent is the user who responds to incoming messages and has conversations with customers. Agents have access to Workspace and All conversations. An agent can only view and work with conversations assigned to them.

Dispatcher

Dispatcher is the user who assigns incoming conversations to agents. A dispatcher also has the rights of an agent and can act as one. Dispatchers have access to Workspace, Assignment, All conversations, All customers, and Analytics.

Admin

Admin is the user who configures and sets up Engage. For Conversations, this includes configuring auto-routing and creating, for example, reply templates, tags, and notes used by agents. An admin also has the rights of an agent and dispatcher and can act as both. An admin has full access to all parts of the platform and is the only user role with access to Settings.

article User roles for Conversations in Conversations

User roles for Conversations

Agent

Dispatcher

Admin